What are the responsibilities and job description for the Service Desk Technician Level 2 position at CIO Technology Solutions?
Job Description
Job Description
Salary :
Level 2 Service Desk Technician Tampa, FL
Why Join CIO Technology Solutions?
At CIO Technology Solutions, we are dedicated to providing top-tier IT solutions with a customer-first mindset. As a Level 2 Service Desk Technician, youll play a key role in solving complex technical issues, mentoring junior technicians, and ensuring a seamless IT experience for our clients.
Technology-driven : Work with the latest IT solutions, including Microsoft 365, Virtual Desktop Infrastructure (VDI), Virtualization, and Security Solutions (EDR, MDR, SIEM).
Customer-centric approach : Youll be a trusted advocate for our clients, delivering exceptional support and solutions tailored to their business needs.
Collaborative team : Join a group of experienced professionals who prioritize teamwork, efficiency, and problem-solving.
Continuous growth : Gain hands-on experience across multiple industries, expand your skillset, and grow in an environment that promotes from within.
Primary Responsibilities
Provide escalated IT support, resolving complex technical issues efficiently and ensuring a positive customer experience.
Respond promptly to helpdesk tickets, prioritize requests, and adapt to shifting service needs.
Document all work and resolutions in ConnectWise with clear and detailed closure notes for client review.
Assist with onboarding new clients and users, ensuring smooth integration into their IT environment.
Participate in on-call rotation for after-hours support.
Mentor and support Level 1 technicians, helping them develop troubleshooting skills and IT knowledge.
Technical Responsibilities
Install, configure, and troubleshoot workstations, software, and peripheral devices.
Manage Active Directory users, groups, and permissions.
Perform Windows Server administration, including troubleshooting and maintenance.
Support Microsoft 365 environments, including Exchange Online, SharePoint, and Teams administration.
Deploy, configure, and troubleshoot VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop).
Support virtualization platforms, such as VMware ESXi, Hyper-V, or Proxmox.
Identify, analyze, and resolve network and connectivity issues (basic firewall, VLAN, and VPN support preferred).
Support and troubleshoot Security Solutions, including :
Endpoint Detection & Response (EDR)
Managed Detection & Response (MDR)
Security Information & Event Management (SIEM)
Ensure backup systems are functional and validated, responding to backup failures as needed.
Document unique customer configurations and solutions to improve team knowledge.
Conduct technical evaluations of new hardware / software solutions as assigned.
Requirements
Bachelors degree in IT, business, or a related field (or equivalent hands-on experience).
4 years of experience supporting a 50 user Windows environment in an IT service role.
Strong experience with Windows desktop support, Active Directory, and common network protocols.
Exposure to Windows Server technology, including troubleshooting and administration.
Experience supporting Microsoft 365 environments (Exchange, SharePoint, Teams).
Hands-on experience with VDI solutions (Citrix, VMware Horizon, or Azure Virtual Desktop) preferred.
Familiarity with virtualization technologies (VMware ESXi, Hyper-V, or Proxmox).
Knowledge of Security Solutions (EDR, MDR, SIEM) and ability to assist in troubleshooting security incidents.
Excellent problem-solving, communication, and documentation skills.
Self-motivated with a strong desire for learning and professional growth.
Benefits
Paid Time Off (PTO) : 15 days in Year 1.
Retirement plan : IRA with 100% company match.
Healthcare : Full insurance package (medical, dental, vision, life, and ancillary options).
Work culture : Frequent company events, team lunches, and a business-casual environment.
Professional development : Growth opportunities and employee referral bonuses.
Community engagement : Paid Volunteer Time Off (VTO) program.
Compensation : $18 to $24 per hour (based on experience)
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